FAQs

We ship Mondays through Fridays, excluding holidays. We use a variety of carriers, including USPS, DHL, UPS and FedEx. Please allow the following total processing & shipping times for orders NOT containing any form of personalization:

• Standard shipping - 15-25 business days
• Priority shipping - 8-15 business days
• Express shipping - 8 business days for orders placed before noon ET

Note personalized items are made just "fur" you and require an extra 5 days of production time. We cannot accommodate split shipments at this time, so your full order will ship when everything is ready.

Please note: personalized items are made just "fur" you and require 5 days of extra production time. This means that if you select standard shipping, your order could take 20-29 business days to arrive.

Selecting an expedited shipping method at checkout does NOT reduce the time it takes to personalize your item/s, it only impacts the shipping method.

At this time, we are unable to accommodate split shipments so your full order will ship once any personalized items are ready.

Please note all personalized items are final sale and not refundable, unless we make a mistake.

Sometimes packages are shipped promptly, but experience carrier delays. We use the US Postal Service to ship the vast majority of our packages and they are currently experiencing delays due to a high volume of ecommerce packages. While we have tried to provide a buffer for any USPS delays with our shipping deadlines, occasionally packages are delayed outside of our control. For packages that appear lost in transit, our policy is that if a package has not been delivered or shown movement within 10 business days of the last USPS scan activity, we will issue a replacement or store credit. We have found that almost all delayed packages are delivered or show movement within that time frame.

When packages appear to be missing, it is almost always one of the following situations:

- The package may have been delivered to a neighbor's home

- The package has been delivered to a different spot than normal on your property

- The shipping carrier marked the package as delivered before it actually has been

- Your package may be awaiting pickup at the local Post Office but the postal carrier forgot to leave the slip, the slip was lost, or was retrieved by another person in the household

We find that 9 times out of 10, a lost package shows up in a few days. Our policy is that if a package still hasn't shown up 10 business days after the labeled delivery date, we will issue a replacement or store credit.

We stand behind every product that we sell. If you aren't 100% satisfied, we're here to help!

We accept returns of items that are unused, unwashed, and in new condition.
- Returns received within 15 days of original ship date will be refunded in full, minus shipping charges
- Returns received within 16-30 days of original ship date will receive store credit
- We cannot accept returns after 32 days

We want the perfect fit for your pup. That's why we offer a Right Size Guarantee.

Afterpay is a service that allows us to offer our customers the ability to make purchases now and pay for them in four payments made every 2 weeks without any interest.

Simply shop online and add items to your shopping bag and checkout as normal. At the checkout choose Afterpay as your payment method. First-time customers will need to register with Afterpay and provide payment details, as usual, returning customers simply log in to make their purchase.

Dog beds: All upholstery-grade fabrics used in our dog bed covers are selected with durability and washability in mind. We recommend machine washing in cold water and air drying. Please note that the inserts are not machine washable, and we recommend spot cleaning those.

Dog bandanas, bows and lady bows: We recommend machine washing on the gentle cycle in cold water and air drying.

Dog leashes: The nylon used in our rope leashes is naturally dirt and stain resistant. If your leash gets dirty, we recommend hand-washing with warm soapy water and laying out to dry.

Dog collars and harnesses: We recommend hand washing your collar to increase its longevity. Collars can also be washed in the dishwasher or machine washed in a laundry bag to prevent the buckle from scratching.

Dog waste bag dispensers: We recommend spot cleaning with mild soap and laying out to dry.

Dog and cat toys: We recommend spot cleaning.

We proudly handcraft the majority of our products in the USA. Our manufacturing partners are family-owned businesses, where skilled craftspeople are paid fair wages. Almost everything is made right here in the San Francisco Bay Area.

Apparel, interactive toys, harnesses, and charms are designed in San Francisco and made in China. Our metal ID tags are made in China, and engraved in the U.S.

We currently ship to the U.S. and Canada only. Due to their size, dog beds with inserts can only ship to the continental U.S. Unfortunately, we cannot ship dog beds to PO boxes.